Setting up Live Assist for Authenticated Chats

Live Assist needs the following configuration:

Parameter

Value

Type

oAuth 2.0 authentication

Authentication Endpoint

Leave Blank

JWT Public Key

The value of the public key of your Web Application. You need to remove the line-breaks. You can do this by pasting the key into a text editor, and pressing "Backspace" at the start of each line (below the first one). You will also need to remove the BEGIN and END tags from the key

Building the JWT

Your application must sign and encrypt a JSON payload, to produce a JsonWebToken (JWT) that contains the GUID of the Contact Record for the authenticated visitor. Live Assist will retrieve the JWT from the client and decrypt it to retrieve the GUID.

To build and sign the JWT your web application must perform the following:

Find the appropriate GUID stored on the Contacts Table within your CRM.

Important: Your web application must manage this process and it is outside of the scope of this guide to provide steps retrieving the information from the CRM.

Your web application must construct a JSON payload, substituting the GUID, as follows:

Agent Pop-out

When the Agent accepts the chat, Live Assist uses the JWT to locate the Contact Record. To have the contact record pop out, the Agent must tick their Auto-open Chat Activity option. Otherwise, an Agent must open the Chat Activity to associate the contact record.

Note: Auto-open Chat Activity is not available in Microsoft Unified Interface.